Mews
Senior Manager, Customer Success
EU, ES
•
Full TimeRemotePosted Today€52,500 – €120,000
Full TimeSeniorRemote
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Job Description
Help make the world more hospitable The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry wi
Key Highlights
- Lead a high-performing Customer Success team across MM EMEA, creating clarity on priorities, outcomes, and expectations aligned to regional and company goals.
- Own team performance across core success metrics, including retention, expansion, payment adoption, customer health, and execution quality across the post-onboarding lifecycle.
- Build the team operating rhythm, including goal-setting, inspection cadences, 1:1s, performance reviews, forecasting inputs, and clear accountability for results.
- Coach and develop team members at different levels of maturity, raising capability in customer strategy, commercial conversations, stakeholder management, and risk mitigation.
- Drive strong resource planning and prioritisation across the team, ensuring work is allocated effectively and that short-, mid-, and long-term goals are delivered predictably.
Qualifications
Required Qualifications
- Proven experience leading Customer Success or Customer Experience teams in a SaaS environment, with clear accountability for both people leadership and business outcomes.
- Strong people management capability, including coaching, performance management, hiring, development planning, and building engaged, high-performing teams.
- Demonstrated ability to translate strategy into team execution, create operating cadence, manage through metrics, and improve systems rather than only individual contributions.
- Commercial acumen and confidence managing complex customer situations, including negotiation, retention risk, and senior stakeholder conversations.
- Strong analytical and data-driven decision-making skills, with the ability to interpret trends, challenge assumptions, and turn insights into action.
- Ability to lead distributed teams effectively, creating alignment, trust, and accountability across multiple locations and levels of experience.
- Clear and concise communicator who builds credibility across functions and levels, aligns stakeholders, and navigates competing priorities effectively.
- Experience improving processes, ways of working, or team operating models to support scale and consistency.
- AI fluency, with the ability to use AI-enabled tools effectively, apply sound judgement in their use, and lead the team in improving efficiency, quality, and customer impact through AI.
- Fluency in English; additional European languages are a plus.
Skills & Technologies
Agile
About the Company
Mews
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
€52,500 – €120,000
Location
EU, ES • Full Time
Work Mode
Remote
Posted
Today